Toward A Culture of Rapid Response

(Frank Eliason of Comcast speaking at WOMMA Summit 2008)

"So forget social, forget networks, forget mobile—it’s all about the end customer/user experience. Think like a real person. We don’t draw the line between them. In the end, out interactions with people, brands, and companies will either be either extraordinary, good, ok, terrible, offensive or not worth talking about at all. Social or no social. The line is dissolving and in the end it’s how we feel about what we just experienced that matters. Creating a rapid response culture will be critical to organizations because if they can’t respond at the same pace that their consumers can, it starts the interaction loop off on the wrong foot."
Read the full post at Experience Matters